Dr Mark Freeman Copyright (c) 2012 All rights reserved. http://works.bepress.com/mark_freeman Recent documents in Dr Mark Freeman en-us Tue, 11 Dec 2012 01:35:26 PST 3600 Perceptions of the ordering process of online grocery stores http://works.bepress.com/mark_freeman/19 http://works.bepress.com/mark_freeman/19 Sun, 09 Dec 2012 19:50:29 PST Mark Freeman Does technology use change when in a developed country? A case study of Libyans in Australia http://works.bepress.com/mark_freeman/18 http://works.bepress.com/mark_freeman/18 Sun, 09 Dec 2012 19:50:27 PST With developing countries now gaining access to modern banking services for their customers, research is needed to understand how developing countries will adapt to these changes. Since the 1980s, in the Arabic region, technological expansion has occurred with a focus on trade and services offered by industries &¿ recently the banking sector has started to develop banking services through mobile devices and the Internet to improve customer relationships. In particular, the banking sector is an information intensive industry and aims to be at the forefront of advanced use of Information and Communication Technologies (ICTs). One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. In particular, Libyan banks are continually looking for alternative ways to relate to customers to reducing costs and improve services. However, the current availability of technology-enabled banking services is extremely limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans, when they are in Libya and whilst they are in Australia (a foreign country furthering their education).

]]> Mark Freeman et al. Bonding over bushfires: Social networks in action http://works.bepress.com/mark_freeman/17 http://works.bepress.com/mark_freeman/17 Sun, 09 Dec 2012 19:50:26 PST Mark Freeman et al. Fire, wind and water: Social networks in natural disasters http://works.bepress.com/mark_freeman/16 http://works.bepress.com/mark_freeman/16 Sun, 09 Dec 2012 19:50:25 PST Mark Freeman Online grocery systems design through task analysis http://works.bepress.com/mark_freeman/15 http://works.bepress.com/mark_freeman/15 Sun, 09 Dec 2012 19:50:24 PST Purpose – Modelling users’ interactions online is envisaged to allow developers to increase the usability of online systems and will aid system developers in building better systems to meet users’ needs, hereby creating better system design processes. Design/methodology/approach – The normative task model that was developed in this paper was created through an expert review of 14 online grocery stores, using a reverse engineering technique to model the features of the stores’ ordering process. Findings – The research identified three main areas of user experience when undertaking the process of adding a product to an online trolley: attempting to retrieve the product, receiving the results of the retrieval attempt, and adding the product to the trolley. These three classifications were used as the basis for an analysis of errors. Practical implications – The findings present a model that can be used to further understand the processes of customers as they engage in an online grocery shopping visit. The normative task model presented is expected to help in the future design of online grocery stores by identifying the possible errors that users can encounter, and methods to reduce the occurrence of these errors. Errors are one area that traditional task-modeling processes ignore, due to their focus on successful processes. Originality/value – This paper presents the innovative process of the development of a normative task model for modelling user interactions when using online grocery stores.

]]> Mark Freeman et al. Considering cognitive load theory within e-Learning environments http://works.bepress.com/mark_freeman/14 http://works.bepress.com/mark_freeman/14 Sun, 09 Dec 2012 19:50:22 PST This study seeks to investigate how cognitive load influences knowledge construction and what is the role of layered integrated instructional techniques in facilitating the construction and automation of schemas whilst users are interacting with e-learning tools. Initially the literature on how Cognitive Load Theory (CLT) plays a role in e-learning tools is presented, this is followed by the considerations that need to be taken when developing e-learning tools with CLT as a focus so that learners can gain the best possible learning outcomes. This paper finally presents three different ways that e-learning tools can be designed when considering the cognitive load of learners. These three methods are: integrated layering with no previous information displayed; integrated layering with previous information displayed; and integrated layering with the current stem highlighted. Each of these methods has theory that supports their design, however the context of the learner needs to be taken into consideration when developing the e-learning tools.

]]> Abdullah Al Asraj et al. The importance of community engagement in policy development: an Australian case study http://works.bepress.com/mark_freeman/13 http://works.bepress.com/mark_freeman/13 Sun, 09 Dec 2012 19:50:21 PST The Australian Domain Name Administrators have launched a new domain name space designed specifically for community groups to develop community Websites for the benefit of the local community. The purpose of the scheme under which these domains are issued is to link community members through community-managed Websites, and to encourage broad community participation and engagement. Despite broad community engagement during initial development, many changes have since been made to the policy governing these new domain names. This paper presents an overview of the scheme under which these community domains can be used, and identifies the changes made to the policy since it was initially proposed. A comparison of the proposed and implemented policies, and the communitypsilas feedback, is presented. Consideration of the impacts of these changes, made without concern for genuine community engagement, is provided to highlight the importance of community engagement to policy development.

]]> Mark Freeman et al. Improving learning and teaching through a multi-institutional, discipline-specific project http://works.bepress.com/mark_freeman/12 http://works.bepress.com/mark_freeman/12 Sun, 09 Dec 2012 19:50:19 PST Despite repeated calls to improve the quality of Australian business higher education, sector-wide improvement has been elusive. This paper presents an analysis of a multi-institutional project undertaken by the Australian Business Deans Council Teaching and Learning Network. Earlier studies of change in higher education demonstrated the need to move beyond decontextualised, one-size-fits-all models. Building on this earlier work, we suggest that processual approaches to change management, emphasising the instability of organisations rather than stability, are more appropriate within this complex context. The paper makes a case for effecting adaptive change by working with, and through, a network of associate deans. The evolution of this network and the processes that began with one collaborative project designed with a deliberate aim to identify tangible follow-on projects for sector-wide, sustainable improvement is described. The resultant positive and unfolding outcomes that became a potent vehicle for change within and beyond the duration of the original project is reported.

]]> Christopher S. Sykes et al. Considering Cognitive Load Theory Within E-Learning Environments http://works.bepress.com/mark_freeman/11 http://works.bepress.com/mark_freeman/11 Fri, 02 Mar 2012 14:38:25 PST This study seeks to investigate how cognitive load influences knowledge construction and what is the role of layered integrated instructional techniques in facilitating the construction and automation of schemas whilst users are interacting with e-learning tools. Initially the literature on how Cognitive Load Theory (CLT) plays a role in e-learning tools is presented, this is followed by the considerations that need to be taken when developing e-learning tools with CLT as a focus so that learners can gain the best possible learning outcomes. This paper finally presents three different ways that e-learning tools can be designed when considering the cognitive load of learners. These three methods are: integrated layering with no previous information displayed; integrated layering with previous information displayed; and integrated layering with the current stem highlighted. Each of these methods has theory that supports their design, however the context of the learner needs to be taken into consideration when developing the e-learning tools.

]]> Abdullah Alasraj et al. Does Technology use Change when in a Developed Country? A Case Study of Libyans in Australia http://works.bepress.com/mark_freeman/10 http://works.bepress.com/mark_freeman/10 Fri, 02 Mar 2012 14:38:24 PST With developing countries now gaining access to modern banking services for their customers, research is needed to understand how developing countries will adapt to these changes. Since the 1980s, in the Arabic region, technological expansion has occurred with a focus on trade and services offered by industries – recently the banking sector has started to develop banking services through mobile devices and the Internet to improve customer relationships. In particular, the banking sector is an information intensive industry and aims to be at the forefront of advanced use of Information and Communication Technologies (ICTs). One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. In particular, Libyan banks are continually looking for alternative ways to relate to customers to reducing costs and improve services. However, the current availability of technology-enabled banking services is extremely limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans, when they are in Libya and whilst they are in Australia (a foreign country furthering their education).

]]> Fouad Omran Elgahwash et al. Community Websites and what makes them Sustainable: Evidence from Australia http://works.bepress.com/mark_freeman/9 http://works.bepress.com/mark_freeman/9 Fri, 02 Mar 2012 14:38:23 PST Australia is leading the way in promoting the use of the Internet as a means of strengthening local communities. The Australian Domain Name Authority (auDA) has announced the release of Community Geographic Domain Names (CGDN), to be solely used by not-for-profit, self-funded local community groups. As Australian communities attempt to establish a management group and develop a website under this concept, they are faced with a range of issues. Longitudinal case study research has been conducted on three communities involved in a trial of the CGDN model, in the first research of this type. Based on data collected from the case studies and the CGDN model, a mapping of sustainability issues and a model of community website sustainability will be presented. There is limited published research into sustainability issues for community websites, with no models of community website sustainability currently available.

]]> Alison Norris et al. Mixing Them Up: Group Work with NESB Students http://works.bepress.com/mark_freeman/8 http://works.bepress.com/mark_freeman/8 Fri, 02 Mar 2012 14:38:21 PST This paper describes the implementation of a Problem-Based Learning assessment in a postgraduate ICT fundamentals subject. With an entirely international student cohort drawn from 14 countries, many students had never participated in group work. To facilitate student adjustment into the Australian educational environment, and develop understanding of the role and importance of group work, students were educated in group work theory prior to engaging in the group work process. The experiences of both teaching staff and students identified a number of positive outcomes resulting from this approach.

]]> Mark Freeman Experiences of users from online grocery stores http://works.bepress.com/mark_freeman/7 http://works.bepress.com/mark_freeman/7 Fri, 02 Mar 2012 14:38:20 PST Grocery shopping, traditionally considered as the pinnacle of the selfservice industry, is used as the case study in this chapter. As the Internet has become widely used by many segments of the population, the opportunity to shop online for groceries has been presented to consumers. This chapter considers issues that need to be addressed to make online grocery shopping systems more usable for these consumers, based on feedback from individuals who participated in a study of user interactions with Australian online grocery stores.

]]> Mark Freeman Usability as a panacea http://works.bepress.com/mark_freeman/6 http://works.bepress.com/mark_freeman/6 Fri, 02 Mar 2012 14:38:19 PST After implementation of a web-based application in a tertiary education environment, an expert review of this application was conducted. An analysis of the processes and results of the expert review of the web-based application is presented. The owners of the system implemented the recommendations of this expert review to resolve system issues. Through two rounds of expert evaluations, system modifications were made based on recommendations from the initial expert review. The concern that usability evaluations are used as a ‘cure-all solution’ to demonstrate to users that system owners are trying to resolve issues with the system is discussed. It should be understood by all those involved in the development and implementation of applications that usability evaluations are unlikely to provide the claimed benefits when issues are beyond the scope of the web-based application. Rather, in these cases a review of the overall business process in order to have a genuine positive impact is required.

]]> Mark Freeman et al. Mixing them up: group-work with NESB students http://works.bepress.com/mark_freeman/5 http://works.bepress.com/mark_freeman/5 Fri, 02 Mar 2012 14:38:18 PST This paper describes the implementation of a Problem-Based Learning assessment in a postgraduate ICT fundamentals subject. With an entirely international student cohort drawn from 14 countries, many students had never participated in group work. To facilitate student adjustment into the Australian educational environment, and develop understanding of the role and importance of group work, students were educated in group work theory prior to engaging in the group work process. The experiences of both teaching staff and students identified a number of positive outcomes resulting from this approach.

]]> Mark Freeman Community Domain Name Policy Development http://works.bepress.com/mark_freeman/4 http://works.bepress.com/mark_freeman/4 Fri, 02 Mar 2012 14:38:17 PST In August 2006, auDA launched a new domain name space designed specifically for community groups to develop community websites for the benefit of the local community. This paper presents an overview of the scheme, and identifies the changes made to the governing policies since they were initially proposed. A comparison of the proposed and implemented policies is presented, and the potential effects of these changes on a ‘world first’ community website scheme are considered. The changes made by the administrators to the scheme were in the following areas: local focus; sale of geographic .com.au and .net.au domains; management and licensing; website management groups; marketing and publicity; state and national portals; fourth level domains; and licensing costs. Test case communities’ responses to the issues are also considered.

]]> Alison Norris et al. Using task analysis to design intuitive online grocery systems http://works.bepress.com/mark_freeman/3 http://works.bepress.com/mark_freeman/3 Fri, 02 Mar 2012 14:38:16 PST This paper presents a normative task model for modelling user interactions with online grocery stores. It is envisaged that using task models will aid system developers in building better systems to meet users’ needs, and hereby creating better system design processes. This paper will discuss the three main areas of user experience when completing the process of adding a product to an online trolley: attempting to retrieve the product, receiving the results of the retrieval attempt, and adding the product to the trolley. The normative task model presented is expected to help in the future design of online grocery systems by identifying the possible errors that users can encounter, and methods to reduce the occurrence of these errors.

]]> Mark Freeman et al. Assessing the usability of online grocery systems to improve customer satisfaction and uptake http://works.bepress.com/mark_freeman/2 http://works.bepress.com/mark_freeman/2 Fri, 02 Mar 2012 14:38:15 PST This thesis assesses the usability of Online Grocery Systems (OGSs) in order to improve both customer satisfaction and uptake. This assessment was conducted in three phases using two different types of Usability Evaluation Methods (UEMs). Phase 1 was conducted using an expert review of 14 OGSs through heuristic evaluations and checklist/framework evaluations. Phase 2 was conducted using usability testing at one OGS that was deemed to be (based on the expert review in Phase 1) an OGS with good usability. The expert review was conducted by 54 participants with varying levels of online shopping experience.

The results from the expert review (Phase 1) showed that the usability of the major Australian OGSs was comparable with those from other countries. The results from the usability testing (Phase 2) revealed usability issues with the OGS identified as having good usability, shown through the errors made by participants.

The recording of errors in regards to the usability of systems has traditionally focused on safety-critical systems and business support systems. This study applies Zapf et al.’s ‘Taxonomy of Errors’ to a non-work related context: the OGS. The taxonomy was found to show that similar types of errors were made by all users of such systems. However, the number of errors that were recorded by different user groups varied. This finding was in contrast to previous studies, and supported the common perception that beginner users make a greater number of errors than more experienced users.

]]> Mark Bruce Freeman The Current State of Online Supermarket Usability in Australia http://works.bepress.com/mark_freeman/1 http://works.bepress.com/mark_freeman/1 Fri, 02 Mar 2012 14:38:13 PST The prediction of a dramatic increase in online grocery shopping over the next five years is only likely to be fulfilled if online supermarkets present a more efficient and logical shopping experience. Therefore, usability testing is playing an increasingly important role in the development of e-commerce websites. To date, e- commerce usability research has only focused on the ordering of singular items and the issue of multiple item ordering has not been researched. This study aims to start to fill this gap in usability research. Based on the results gathered, a set of ten usability criteria were established, with a focus on the ordering systems for sites selling multiple items and quantities

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